CN115375062A - Smart community management system - Google Patents
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Abstract
Translated fromChineseDescription
Translated fromChinese技术领域technical field
本发明涉及G06Q10/06，具体涉及一种智慧社区管理系统。The present invention relates to G06Q10/06, in particular to a smart community management system.
背景技术Background technique
随着社会的发展，人们对于生活品质的要求越来越高，而社区管理的质量与人们的生活品质息息相关，如何开展便捷高效的社区管理的成为当前社区管理的关键。With the development of society, people have higher and higher requirements for quality of life, and the quality of community management is closely related to people's quality of life. How to carry out convenient and efficient community management has become the key to current community management.
专利CN201911218325.6一种小区物业管理系统通过对小区的收费管理，资源配置，对小区的行政人事管理和社区管理，增加了小区物业管理的规范性。Patent CN201911218325.6 A community property management system increases the standardization of community property management through charge management of the community, resource allocation, administrative personnel management and community management of the community.
专利CN202010686035.0一种智慧社区物业管理系统通过物业管理平台和不同的子系统以及不同身份和职位的人员分别配置的相应终端之间相互配合得到的系统，有效地提高了物业管理过程中的标准化和流程化，方便了物管人员与业主的交流。Patent CN202010686035.0 A smart community property management system is a system obtained through the cooperation between the property management platform and different subsystems and corresponding terminals configured by personnel with different identities and positions, which effectively improves the standardization in the property management process and process, which facilitates the communication between property management personnel and owners.
但现有技术中的管理系统，业主无法对社区报事报修的流程进行查看，无法及时了解情况，导致业主参与度低，无法及时行使业主权利。However, in the management system of the existing technology, the owner cannot check the process of community reporting and repair, and cannot understand the situation in a timely manner, resulting in low participation of the owner and the inability to exercise the owner's rights in a timely manner.
发明内容Contents of the invention
为了解决上述技术问题，本发明的第一个方面提供了一种智慧社区管理系统，包括管家端，业主端，后台端。In order to solve the above technical problems, the first aspect of the present invention provides a smart community management system, including a housekeeper terminal, an owner terminal, and a background terminal.
所述管家端主要用于管家负责收集业主信息，建议档案；及时处理业主下单的报事报修工作以及咨询和服务工作，及时反馈相关信息；负责管理区域内各项费用的催缴；物业管理区域内的环境卫生，园林绿化以及返修施工的监管工作，发现问题及时跟进相关人员处理。The housekeeper terminal is mainly used for the housekeeper to collect the owner’s information and suggest files; timely handle the repair report work, consultation and service work ordered by the owner, and timely feedback relevant information; responsible for the management of various fees in the area; property management Supervise the environmental sanitation, landscaping and repair construction in the area, and follow up with relevant personnel in time to deal with problems found.
优选的，所述管家端包括项目数据总览模块，业主管理模块，账单管理模块，报事报修模块，投诉处理模块，日清日毕模块，代办报事模块，工单提交模块，个人中心模块。Preferably, the housekeeper terminal includes a project data overview module, an owner management module, a bill management module, a report and repair module, a complaint processing module, a day-clearing and day-end module, an agency report module, a work order submission module, and a personal center module.
所述项目数据总览模块主要用于管家对管理的社区和公司进行管理，方便管家及时了解管理的社区和公司信息，及时跟进处理。The project data overview module is mainly used for the housekeeper to manage the managed communities and companies, so that the housekeepers can keep abreast of the managed communities and company information, and follow up in time.
所述业主管理模块主要用于收集，整理和更新业主的信息，建立业主档案，方便后期对于业主的管理和联系。The owner management module is mainly used to collect, organize and update owner information, and establish owner files to facilitate later management and contact with owners.
所述账单管理模块主要用于管理负责区域内的各项费用，包括社区内环境卫生费用，园林绿化费用，设备维修施工费用，业主管理费用，水费，电费各种费用，及时跟进和催缴各种费用，并按时向上级部门提交报表。The bill management module is mainly used to manage various expenses in the responsible area, including environmental sanitation expenses in the community, landscaping expenses, equipment maintenance and construction expenses, owner management expenses, water charges, electricity charges, timely follow-up and reminders Pay various fees and submit reports to higher authorities on time.
所述报事报修模块主要用于管家对负责管理区域内各种设备，道路事务进行报事报修处理，防止安全隐患的产生，不仅能方便业主的工作和生活，而且还能提高社区内设备，道路的使用周期。The reporting and repairing module is mainly used for the housekeeper to report and repair various equipment and road affairs in the area in charge of the management area, so as to prevent potential safety hazards. life cycle of the road.
所述投诉处理模块主要用于处理业主的各项投诉建议，及时了解业主需求，加强对社区的管理，提高服务水平，提高客户满意度。The complaint processing module is mainly used to deal with various complaints and suggestions from the owners, understand the needs of the owners in a timely manner, strengthen the management of the community, improve service levels, and improve customer satisfaction.
所述日清日毕模块主要用于记录和处理负责管理区域内部环境卫生，园林绿化，道路和设备维修，公共区域进行巡视各种日常工作，加强监管，做好日常记录，及时发现问题并督促相关人员跟进解决。The Nissing and Ribi module is mainly used to record and process the internal environmental sanitation, landscaping, road and equipment maintenance, public area inspections and various daily tasks in the management area, strengthen supervision, make daily records, find problems in time and supervise them Relevant personnel follow up and resolve.
所述代办报事模块主要用于帮助业主进行报事报修工作，方便部分不熟悉操作的中老年人业主能够及时对房产出现的问题进行处理，提高人性化服务水平和业主满意度。The agency report module is mainly used to help owners report for repairs, so that some middle-aged and elderly owners who are not familiar with the operation can deal with problems in the real estate in a timely manner, and improve the level of humanized service and owner satisfaction.
所述工单提交模块主要用于管家对接单的各种业主报事报修和社区内部报事报修，卫生，绿化，巡视等工作进行工单处理，规范报事报修流程，对社区内部的日常事务的做到日清日毕，防止出现遗漏。优选的，所述工单提交模块报事报修提交和日清日毕提交。The work order submission module is mainly used for the housekeeper to process work orders for various owner reports and repairs received by the order, as well as within the community for repairs, sanitation, greening, inspections, etc. The affairs should be cleared and completed every day to prevent omissions. Preferably, the work order submission module submits the report for repair and submits the day-clearing and day-finishing submission.
如图4所示，优选的，所述管家端工单处理流程，包括以下步骤：As shown in Figure 4, preferably, the work order processing flow at the housekeeper terminal includes the following steps:
1)业主或管家提交报事报修信息，通过后台端发布工单通知到管家端，管家对后台端发布的工单通知进行抢单，抢到工单的管家通过工单提交模块对工单信息进行处理；1) The owner or the housekeeper submits the report and repair information, and releases the work order notification to the housekeeper through the backend. The housekeeper grabs the work order notification issued by the backend. process;
2)管家根据处理的进度不断更新工单状态，业主或管家可以根据报事报修模块查询相关工单的进度；2) The housekeeper continuously updates the status of the work order according to the processing progress, and the owner or the housekeeper can check the progress of the relevant work order according to the reporting module;
3)管家端完成工单处理后，对业主或管家进行回访调查，业主或管家可以根据管家的完成情况做出评价。3) After the housekeeper finishes processing the work order, it will conduct a follow-up survey on the owner or the housekeeper, and the owner or housekeeper can make an evaluation based on the completion of the housekeeper.
优选的，所述工单来源包括业主和管家。Preferably, the source of the work order includes the owner and the housekeeper.
优选的，所述工单种类包括居家维修，公共维修，公共卫生，公共安全，公共绿化，物业服务(投诉建议)，地产服务(投诉建议)，公共事务(投诉建议)，Preferably, the types of work orders include home maintenance, public maintenance, public health, public safety, public greening, property services (complaints and suggestions), real estate services (complaints and suggestions), public affairs (complaints and suggestions),
优选的，所述工单状态包括待受理，处理中，待回访，待评价，已完成，暂挂，取消。Preferably, the status of the work order includes pending acceptance, processing, pending return visit, pending evaluation, completed, pending, and cancelled.
优选的，所述管家端工单处理流程还设置有工单预警。Preferably, the work order processing flow on the housekeeper terminal is also provided with a work order warning.
优选的，所述工单预警包括工单预警设置和预警通知。所述工单预警设置主要用于设置工单预警的时间，提醒方式。所述预警通知会根据工单预警设置对管家进行通知，督促管家及时处理工单，防止出现遗漏，提高处理效率。Preferably, the work order warning includes work order warning setting and warning notification. The work order warning setting is mainly used to set the work order warning time and reminder method. The early warning notification will notify the housekeeper according to the early warning settings of the work order, and urge the housekeeper to process the work order in time to prevent omissions and improve processing efficiency.
优选的，所述预警通知包括1级预警通知，2级预警通知，3级预警通知。通过对预警通知进行分级设置，明确工单处理的紧急程度，同时不同等级的预警通知还可以根据设置发布到管家参与的相关工作群，同事可以根据预警通知对管家做出提醒，防止管家没有及时关注终端消息，出现遗漏的情况。Preferably, the early warning notification includes a level 1 early warning notification, a level 2 early warning notification, and a level 3 early warning notification. By classifying the early warning notifications, the urgency of work order processing is clarified. At the same time, different levels of early warning notifications can also be released to the relevant work groups that the housekeeper participates in according to the settings. Colleagues can remind the housekeeper according to the early warning notification to prevent the housekeeper from failing in time. Pay attention to the terminal message, if there is any omission.
优选的，所述管家端工单处理流程还包括工单继承，所述工单继承主要用于管家因离职进行工单交接，当前负责工单的管家离职后可以进行工单转移，将相关工单信息转移给新负责的管家。Preferably, the work order processing flow at the butler end also includes work order inheritance, the work order inheritance is mainly used for handing over work orders due to the resignation of the housekeeper, and the work order can be transferred after the current butler in charge of the work order leaves The single information is transferred to the new responsible steward.
所述个人中心模块主要用于储存个人身份信息和账号信息。The personal center module is mainly used to store personal identity information and account information.
所述业主端主要用于处理房产的各种缴费和报事报修工作，并对管家的服务情况进行监督和协助，方便业主行使业主权利。优选的，所述业主端包括缴费模块，管家模块，个人中心模块，辅助模块。The owner terminal is mainly used to handle various payment and report repairs of the real estate, and to supervise and assist the housekeeper's service, so as to facilitate the owner to exercise the owner's rights. Preferably, the owner end includes a payment module, a housekeeper module, a personal center module, and an auxiliary module.
所述缴费模块主要用于自行查看和处理物业费，水费，电费，燃气费费用明细，及时了解和随时查看各种费用信息，线上支付随时随地便捷缴费，防止出现漏缴，同时节省管理人员时间成本，提高工作效率。优选的，所述缴费模块分为三个部分，包括全部缴费，待缴费和已缴费。The bill payment module is mainly used to check and process property fees, water bills, electricity bills, and gas bill details by itself, to know and check various expense information in a timely manner, and to pay online conveniently anytime and anywhere, preventing missed payments, and saving management at the same time Reduce personnel time costs and improve work efficiency. Preferably, the payment module is divided into three parts, including all payment, pending payment and paid payment.
所述管家模块主要用于查看负责社区的管家信息，业主可以根据查到的信息选择自己心目中管家进行联系，咨询和处理相关事务，给予业主更多的选择余地，同时使管家之间形成相互竞争，有助于提高服务水平。优选的，所述管家模块包括管家列表和联系管家，所述管家列表用于查看管家的个人资料信息以及相关负责区域信息，联系管家可以实现对管家的一键呼叫，节省联系时间，方便满足中老年人的联系需要。The housekeeper module is mainly used to check the housekeeper information in charge of the community. The owner can choose the housekeeper in his mind to contact, consult and handle related affairs according to the found information, giving the owner more room for choice, and at the same time enabling the housekeepers to form a mutual relationship. Competition helps to improve service levels. Preferably, the housekeeper module includes a housekeeper list and a contact housekeeper, the housekeeper list is used to view the housekeeper's personal information and related area information, and contacting the housekeeper can realize one-click calling to the housekeeper, saving contact time and facilitating the meeting Seniors' contact needs.
所述个人中心模块主要用于业主处理关于房产的各种事务。优选的，所述个人中心模块包括个人信息模块，缴费模块，发票模块，联系管家模块，报事报修模块，投诉建议模块。The personal center module is mainly used for the owner to handle various affairs about the real estate. Preferably, the personal center module includes a personal information module, a fee payment module, an invoice module, a housekeeper contact module, a repair report module, and a complaint suggestion module.
所述个人信息模块主要用于储存业主的个人信息，包括姓名，性别，联系方式，家庭住址。The personal information module is mainly used to store the owner's personal information, including name, gender, contact information, and home address.
所述缴费模块直接与业主端包括的缴费模块相关联，通过个人信息模块的缴费模块可以查看业主端包括的缴费模块缴费信息的缴费详情，缴费信息有据可查，业主更省心放心。The payment module is directly associated with the payment module included in the owner's end. Through the payment module of the personal information module, the payment details of the payment information of the payment module included in the owner's end can be viewed. The payment information is well documented, and the owner is more at ease.
所述发票模块主要用于申请各种缴费信息的发票。The invoice module is mainly used to apply for invoices of various payment information.
所述联系管家模块直接与业主端包括的管家模块相关联，通过联系管家模块可以查看与管家的沟通纪录。The contact housekeeper module is directly associated with the housekeeper module included in the owner's end, and the communication record with the housekeeper can be viewed through the contact housekeeper module.
所述报事报修模块主要用于业主对房屋，设备的损坏情况及时报修处理，防止和消除房屋及其附属设备发生损毁，从养护入手，延长房屋的使用周期。The reporting and repairing module is mainly used for owners to report and deal with damages to houses and equipment in a timely manner, to prevent and eliminate damages to the house and its auxiliary equipment, and to start with maintenance to extend the service life of the house.
所述投诉建议模块主要用于业主对社区管理以及管家的服务情况提出建议和投诉，保障业主行使权利，督促管家提高服务水平和提高社区管理水平。The complaint and suggestion module is mainly used for the owners to make suggestions and complaints about the community management and the service of the housekeeper, to ensure the exercise of rights of the owners, and to urge the housekeeper to improve the service level and community management level.
所述辅助模块主要用于房产管理和社区公告信息查看。优选的，所述辅助模块包括公告查看模块，房产管理模块，轮播图模块，子主题设置模块。The auxiliary module is mainly used for real estate management and community announcement information viewing. Preferably, the auxiliary modules include an announcement viewing module, a real estate management module, a carousel map module, and a subtopic setting module.
所述公告查看模块可以查看管家发布的各种公告信息，方便及时了解社区的状况，及时处理与已相关的事务。The bulletin checking module can check various bulletin information released by the housekeeper, so as to know the status of the community in time and handle related affairs in time.
所述房产管理模块主要用于帮助业主添加和管理房产信息，业主通过在房产管理模块添加家人或租客的信息，可以开通家人或租客对于房产管理的权限，家人或租客也可以通过本系统进行报事报修和缴费。The real estate management module is mainly used to help the owner to add and manage real estate information. By adding the information of family members or tenants in the real estate management module, the owner can open the authority of the family members or tenants for real estate management, and the family members or tenants can also use this The system reports the incident and pays the fee.
所述后台端主要用于存储数据和处理数据。优选的，所述后台端包括项目模块，订单模块，会员模块，财务模块，操作模块，架构模块，应用模块，小程序模块。The background end is mainly used for storing data and processing data. Preferably, the background end includes a project module, an order module, a member module, a financial module, an operation module, a framework module, an application module, and a small program module.
所述项目模块主要用于存储和处理不同社区或公司的信息，房产的信息，社区费用的信息，并对房产信息的真实性进行审核。优选的，所述项目模块包括项目管理模块，房产导入模块，导入审核模块，固定费用模块，动态费用模块，区域管理模块。The project module is mainly used for storing and processing information of different communities or companies, information of real estate, information of community expenses, and checking the authenticity of real estate information. Preferably, the project module includes a project management module, a real estate import module, an import review module, a fixed fee module, a dynamic fee module, and an area management module.
所述项目管理模块主要用于存储和处理不同社区或公司的信息，建立社区或公司的档案，方便管家对于社区或公司的信息的了解和管理。The project management module is mainly used for storing and processing information of different communities or companies, and establishing archives of communities or companies, so as to facilitate housekeepers to understand and manage information of communities or companies.
所述房产导入模块主要用于社区或公司的房产信息导入，生成房源编号，方便后续管家对社区或公司的房产进行管理。所述房产信息包括房产的产权，位置，面积。The real estate import module is mainly used for importing the real estate information of the community or the company, and generating the housing source number, which is convenient for the follow-up housekeeper to manage the real estate of the community or the company. The real estate information includes the property right, location, and area of the real estate.
所述导入审核模块主要用于对导入的房产信息进行审核，确定房源信息是否真实，房屋产权是否存在问题等，确保房产信息真实准确。The import review module is mainly used to review the imported real estate information, determine whether the real estate information is true, whether there is a problem with the house property right, etc., to ensure that the real estate information is true and accurate.
所述固定费用模块主要用于对社区或公司维护采用的必须开支费用进行预估，预估出来维护社区或公司必须开支费用为固定费用，所述固定费用可以一键添加整理，提高处理效率。The fixed cost module is mainly used for estimating the necessary expenses for community or company maintenance. The estimated necessary expenses for maintaining the community or company are fixed expenses. The fixed expenses can be added and organized with one click to improve processing efficiency.
所述动态费用模块主要用于对社区或公司维护过程中可能实现的意外情况，以及因时间或价格变化导致价格上涨和资金时间成本增加所发生的费用，留出充足资金，防止意外发生。The dynamic cost module is mainly used to set aside sufficient funds for unexpected situations that may be realized in the maintenance process of the community or the company, as well as the expenses incurred by price increases and capital time costs due to time or price changes, so as to prevent accidents.
所述区域管理模块主要用于对社区或公司进行划分，分为不同的区域进行管理，实现减员增效，节省管理人员时间成本，提高管理的效率。The area management module is mainly used to divide communities or companies into different areas for management, so as to reduce staff and increase efficiency, save time and cost of managers, and improve management efficiency.
所述订单模块主要用于管理各种费用，帮助管家及时催缴各种费用以及业主进行各项缴费，方便管家整理各种费用表格提交上级。优选的，所述订单模块包括项目收费模块，缴费订单模块。The order module is mainly used for managing various expenses, helping the housekeeper to call for various expenses in time and the owner to make various payment, so as to facilitate the housekeeper to sort out various expense forms and submit them to the superior. Preferably, the order module includes a project charging module and a payment order module.
所述项目收费模块主要用于将各种事务进行分解不同的项目，便于对费用的管理，降低出错率，提高管理效率。The item charging module is mainly used to decompose various affairs into different items, which is convenient for cost management, reduces error rate, and improves management efficiency.
所述缴费订单模块主要用于根据项目收费的情况，社区或公司信息情况，以及房产情况生成各种缴费信息提供给管家和业主，便于管理，降低传统收费模式的人力物力。The payment order module is mainly used to generate various payment information according to the project charging situation, community or company information situation, and real estate situation to provide to the housekeeper and the owner, which is convenient for management and reduces the manpower and material resources of the traditional charging mode.
所述会员模块主要用于对采用本系统的业主进行管理，提高物业服务管理水平，保障业主权益。优选的，所述会员模块包括业主管理模块，会员管理模块，管家管理模块，管家角色模块。The membership module is mainly used to manage the owners who adopt the system, improve the management level of property services, and protect the rights and interests of the owners. Preferably, the member module includes an owner management module, a member management module, a housekeeper management module, and a housekeeper role module.
所述业主管理模块主要用于注册本系统的业主进行管理。所述业主管理模块可以帮助充分挖掘潜在客户，在一定条件下能转化为新客户，为企业进一步创造价值。The owner management module is mainly used for management by the owners registered in the system. The owner management module can help to fully tap potential customers, and can convert them into new customers under certain conditions, thereby further creating value for the enterprise.
所述会员管理模块主要用于注册本系统并导入房产信息的业主进行管理。所述会员管理模块帮助确定稳定忠诚的客户，促进企业文化、行销方式的发展，使得管家与业主之间形成长期和谐的关系。The member management module is mainly used for management by owners who register the system and import real estate information. The member management module helps determine stable and loyal customers, promotes the development of corporate culture and marketing methods, and makes a long-term harmonious relationship between housekeepers and owners.
所述管家管理模块主要用于对管家信息进行管理，方便上级及时了解并分配管家，提高管理效率。The housekeeper management module is mainly used to manage housekeeper information, which is convenient for superiors to know and assign housekeepers in time, and improves management efficiency.
所述管家角色模块主要用于对管家权限和权利进行限定和管理，提高社区管理的行为和制度的规范性，促进管家履行义务。The butler role module is mainly used to limit and manage the authority and rights of the butler, improve the normativeness of the behavior and system of community management, and promote the performance of the butler's obligations.
所述财务模块主要用于对社区或公司维护和管理过程中的收入凭证进行管理。优选的，所述财务模块包括发票管理模块。The financial module is mainly used to manage income vouchers in the process of community or company maintenance and management. Preferably, the financial module includes an invoice management module.
所述操作模块主要用于记录后台端维护和操作记录，有据可查，优选的，所述操作模块包括操作日记模块。The operation module is mainly used to record backend maintenance and operation records, and there are well-documented records. Preferably, the operation module includes an operation diary module.
所述架构模块主要用于对管家和业主的权限进行分配和设置。优选的，所述架构模块包括组织架构模块，架构权限模块，角色权限模块，组织账户模块。The architecture module is mainly used to assign and set the authority of the housekeeper and the owner. Preferably, the architecture module includes an organization architecture module, an architecture authority module, a role authority module, and an organization account module.
所述组织架构模块主要用于根据管理的需求进行组织架构设置，将管理工作部分化，专业化，正规化，每种工作都要专人负责，人与岗位高度匹配，提高管理效率，加强服务水平。The organizational structure module is mainly used to set the organizational structure according to the needs of management, to partialize, specialize, and standardize the management work. Each kind of work must be responsible for each job, and the person is highly matched with the post, so as to improve management efficiency and strengthen service levels. .
所述架构权限模块主要用于设置不同管家和业主的职责和权限，规范社区管理行为和制度，提高服务水平。The framework authority module is mainly used to set the responsibilities and authorities of different housekeepers and owners, standardize community management behaviors and systems, and improve service levels.
所述角色权限模块主要用于控制对管家和业主的访问权限进行控制，实现对系统资源的统筹管理，提高管理效率。The role authority module is mainly used to control the access authority of the housekeeper and the owner, realize the overall management of the system resources, and improve the management efficiency.
所述组织账户模块主要用于管理管家的账户和密码信息，提高账户的安全性。The organization account module is mainly used to manage the housekeeper's account and password information, so as to improve the security of the account.
所述应用模块直接业主端和管家端相关联，用于处理业主和管家提交的报事报修和投诉建议信息。优选的，所述应用模块包括报事报修模块，投诉建议模块。The application module is directly associated with the owner's end and the housekeeper's end, and is used to process the repair reports and complaints and suggestions submitted by the owner and the housekeeper. Preferably, the application modules include an emergency report module and a complaint suggestion module.
所述小程序模块主要用于在系统直接添加和管理各种小程序，方便再次使用。优选的，所述小程序模块包括小程序管理模块，装修模块，支付配置模块。The applet module is mainly used to directly add and manage various applets in the system for easy reuse. Preferably, the mini-program modules include a mini-program management module, a decoration module, and a payment configuration module.
所述小程序管理模块主要用于对添加的小程序进行增加，删除，排序等管理，The applet management module is mainly used to add, delete, sort and manage the added applets,
所述装修模块主要用于添加与装修有关的小程序，管家和业主可以直接与装修有关的小程序进行搜索，方便业主和管家对于房产和社区的管理和维护，实现管理装修一体化。The decoration module is mainly used to add small programs related to decoration. Housekeepers and owners can directly search for small programs related to decoration, which is convenient for owners and housekeepers to manage and maintain real estate and communities, and realizes the integration of management and decoration.
所述支付配置模块主要用于添加支付类小程序，进行多个小程序支付配置，方便业主选择和支付。The payment configuration module is mainly used to add payment applets and perform multiple payment configurations of applets, which is convenient for owners to choose and pay.
有益效果：Beneficial effect:
1)现有的社区管理系统，报修流程混乱，工作效率低下，客户投诉增多。本发明设置有接单抢单功能，工单可以直接推送给所有管家，管家可以在线接单抢单。同时报修信息处理进度实时通过消息推送给业主或管家，方便业主或管家随时知晓当前报修的进展，处理流程清晰可见。1) In the existing community management system, the repair process is chaotic, work efficiency is low, and customer complaints increase. The present invention is equipped with the function of receiving orders and grabbing orders, and the work orders can be directly pushed to all housekeepers, and the housekeepers can receive orders and grab orders online. At the same time, the processing progress of the repair report information is pushed to the owner or the housekeeper through the message in real time, so that the owner or the housekeeper can know the progress of the current repair report at any time, and the processing process is clearly visible.
本发明还设置有工单预警，对接单管家进行提醒，督促管家尽快处理报事报修信息，除此之外本发明设置有管家回访和评价结构，有利于管家了解后续处理情况，充分体系对业主的关怀，不仅有助于管家提高处理效率和服务水平，而且有助于客户满意度的提高。The present invention is also equipped with a work order early warning to remind the housekeeper who receives the order, and urges the housekeeper to deal with the report and repair information as soon as possible. The owner's care not only helps housekeepers improve processing efficiency and service level, but also helps improve customer satisfaction.
2)本发明管家端设有报事代办模块，可以帮助业主代办报事，方便部分不熟悉系统操作的中老年人业主及时处理房产报事报修信息，提高人性化服务水平，提升客户满意度。2) The housekeeper terminal of the present invention is equipped with a reporting agent module, which can help owners to handle reports on behalf of them, and facilitate some middle-aged and elderly owners who are not familiar with system operations to process real estate report repair information in a timely manner, improve the level of humanized service, and improve customer satisfaction.
3)本发明设置有小程序模块，管家和业主可以根据自己喜好和需要添加小程序，方便下次使用，同时完善支付配置，提高多元化支付方式，方便业主选择。3) The present invention is equipped with a small program module, and housekeepers and owners can add small programs according to their own preferences and needs, which is convenient for the next use. At the same time, the payment configuration is improved, and the diversified payment methods are improved, which is convenient for the owner to choose.
4)本发明所述后台端包括项目模块，订单模块等模块，可以实现房产一键导入，费用账单一键添加生成，项目管家区域分配，简化操作流程，降低出错率，提高处理效率。4) The background end of the present invention includes modules such as project modules and order modules, which can realize one-click import of real estate, one-click addition and generation of expense bills, area allocation of project stewards, simplified operation procedures, reduced error rates, and improved processing efficiency.
5)本发明通过组织结构模块对管家和业主的权限进行限制，规范管理行为和管理制度，同时业主端设置有管家模块和投诉建议模块，可以对业主进行一对一服务，品质保证，平台跟踪，为业主提供合适的服务，使得业主合适的需求得到满足，帮助业主行使监督权利。5) The present invention restricts the authority of the housekeeper and the owner through the organizational structure module, standardizes the management behavior and management system, and at the same time, the owner end is equipped with a housekeeper module and a complaint suggestion module, which can provide one-to-one service to the owner, quality assurance, and platform tracking , to provide appropriate services for the owners, so that the appropriate needs of the owners are met, and to help the owners exercise their supervisory rights.
附图说明：Description of drawings:
图1本发明后台端结构示意图；Fig. 1 is a schematic diagram of the background structure of the present invention;
图2本发明管家端结构示意图；Fig. 2 is a structural schematic diagram of the butler end of the present invention;
图3本发明业主端结构示意图；Fig. 3 is a structural schematic diagram of the owner end of the present invention;
图4本发明管家端工单处理流程示意图。Fig. 4 is a schematic diagram of the work order processing flow of the housekeeper terminal of the present invention.
具体实施方式Detailed ways
实施例Example
如图1-3所示，一种智慧社区管理系统，包括管家端，业主端，后台端。As shown in Figure 1-3, a smart community management system includes a housekeeper terminal, an owner terminal, and a backend terminal.
所述管家端包括项目数据总览模块，业主管理模块，账单管理模块，报事报修模块，投诉处理模块，日清日毕模块，代办报事模块，工单提交模块，个人中心模块。The housekeeper terminal includes a project data overview module, owner management module, bill management module, incident reporting module, complaint handling module, day-clearing and daily-completion module, agent reporting module, work order submission module, and personal center module.
所述工单提交模块报事报修提交和日清日毕提交。The work order submitting module reports an incident and repairs and submits at the end of the day.
所述业主端包括缴费模块，管家模块，个人中心模块，辅助模块。The owner end includes a payment module, a housekeeper module, a personal center module, and an auxiliary module.
所述缴费模块分为三个部分，包括全部缴费，待缴费和已缴费。The payment module is divided into three parts, including all payment, pending payment and paid payment.
所述个人中心模块包括个人信息模块，缴费模块，发票模块，联系管家模块，报事报修模块，投诉建议模块。The personal center module includes a personal information module, a payment module, an invoice module, a contact housekeeper module, a repair report module, and a complaint suggestion module.
所述辅助模块主要用于房产管理和社区公告信息查看。优选的，所述辅助模块包括公告查看模块，房产管理模块，轮播图模块，子主题设置模块。The auxiliary module is mainly used for real estate management and community announcement information viewing. Preferably, the auxiliary modules include an announcement viewing module, a real estate management module, a carousel map module, and a subtopic setting module.
所述后台端包括项目模块，订单模块，会员模块，财务模块，操作模块，架构模块，应用模块，小程序模块。The background end includes a project module, an order module, a member module, a financial module, an operation module, a framework module, an application module, and a small program module.
所述项目模块包括项目管理模块，房产导入模块，导入审核模块，固定费用模块，动态费用模块，区域管理模块。The project module includes a project management module, a real estate import module, an import review module, a fixed fee module, a dynamic fee module, and an area management module.
所述订单模块包括项目收费模块，缴费订单模块。The order module includes a project charging module and a payment order module.
所述会员模块包括业主管理模块，会员管理模块，管家管理模块，管家角色模块。The member module includes an owner management module, a member management module, a housekeeper management module, and a housekeeper role module.
所述财务模块包括发票管理模块。The financial module includes an invoice management module.
所述操作模块包括操作日记模块。The operation module includes an operation diary module.
所述架构模块包括组织架构模块，架构权限模块，角色权限模块，组织账户模块。The architecture module includes an organization architecture module, an architecture authority module, a role authority module, and an organization account module.
所述应用模块包括报事报修模块，投诉建议模块。The application modules include an emergency report module and a complaint suggestion module.
所述小程序模块包括小程序管理模块，装修模块，支付配置模块。The applet module includes a applet management module, a decoration module, and a payment configuration module.
所述管家端工单处理流程，包括以下步骤：The work order processing flow of the butler terminal includes the following steps:
1)业主或管家提交报事报修信息，通过后台端发布工单通知到管家端，管家对后台端发布的工单通知进行抢单，抢到工单的管家通过工单提交模块对工单信息进行处理；1) The owner or the housekeeper submits the report and repair information, and releases the work order notification to the housekeeper through the backend. The housekeeper grabs the work order notification issued by the backend. process;
2)管家根据处理的进度不断更新工单状态，业主或管家可以根据报事报修模块查询相关工单的进度；2) The housekeeper continuously updates the status of the work order according to the processing progress, and the owner or the housekeeper can check the progress of the relevant work order according to the reporting module;
3)管家端完成工单处理后，对业主或管家进行回访调查，业主或管家可以根据管家的完成情况做出评价。3) After the housekeeper finishes processing the work order, it will conduct a follow-up survey on the owner or the housekeeper, and the owner or housekeeper can make an evaluation based on the completion of the housekeeper.
所述工单来源包括业主和管家。The work order sources include owners and housekeepers.
所述工单种类包括居家维修，公共维修，公共卫生，公共安全，公共绿化，物业服务(投诉建议)，地产服务(投诉建议)，公共事务(投诉建议)，The types of work orders include home maintenance, public maintenance, public health, public safety, public greening, property services (complaints and suggestions), real estate services (complaints and suggestions), public affairs (complaints and suggestions),
所述工单状态包括待受理，处理中，待回访，待评价，已完成，暂挂，取消。The status of the work order includes pending acceptance, processing, pending return visit, pending evaluation, completed, pending, and cancelled.
所述管家端工单处理流程还设置有工单预警。The work order processing flow of the butler terminal is also provided with a work order warning.
所述工单预警包括工单预警设置和预警通知。所述工单预警设置主要用于设置工单预警的时间，提醒方式。The work order early warning includes work order early warning setting and early warning notification. The work order warning setting is mainly used to set the work order warning time and reminder method.
所述预警通知包括1级预警通知，2级预警通知，3级预警通知。The early warning notification includes a level 1 early warning notification, a level 2 early warning notification, and a level 3 early warning notification.
所述管家端工单处理流程还包括工单继承。The work order processing flow at the housekeeper terminal also includes work order inheritance.
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| CN106408466A (en)* | 2016-09-19 | 2017-02-15 | 山东开创云软件有限公司 | Intelligent community management system |
| CN109034407A (en)* | 2018-06-29 | 2018-12-18 | 福州市守安网络科技有限公司 | Community service system |
| CN111709852A (en)* | 2020-06-04 | 2020-09-25 | 上海默云网络科技有限公司 | Smart community management service platform |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN106408466A (en)* | 2016-09-19 | 2017-02-15 | 山东开创云软件有限公司 | Intelligent community management system |
| CN109034407A (en)* | 2018-06-29 | 2018-12-18 | 福州市守安网络科技有限公司 | Community service system |
| CN111709852A (en)* | 2020-06-04 | 2020-09-25 | 上海默云网络科技有限公司 | Smart community management service platform |
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